The legal stuff

Service availability: SERVICES AVAILABLE IN VIRGIN MEDIA CABLED STREETS ONLY. Subject to survey, capacity and credit check, minimum term contract applies, check basket for details. If you cancel during the minimum contract period you will incur an early disconnection fee. Installation: Installation charges apply (starting from £49.95 for standard install).Payment: Offers require you to pay by Direct Debit and use eBilling. If you prefer not to pay by Direct Debit, you will incur a monthly payment handling fee of up to £5, made payable to Virgin Media Payments Ltd. If you would like paper bills, the fee is £1.75 a month for cable and £1.50 a month for mobile. Payment may be required in advance. Your first bill includes the charge for the month you join (from the day you join), plus one month in advance. All prices include VAT. Calls may be monitored. Further terms and conditions apply. See sections below for more Legal Stuff.Mobile SIM: View terms and conditions
**Please note standard charges apply, please check with your network operator for rates.
Calls to service numbers:The way you're charged for calling numbers beginning 084, 087, 118 and 09 has changed. The cost of calling these numbers will be formed of a combined access and service charge: we set the access charge and the company you're phoning set the service charge. Your access charge for these numbers will be shown on your bill and is currently 10.25p per minute from a landline and 36p per minute from a mobile. The service charge will be advertised by the company that you are calling. If any of these numbers are included in your bundle you will not be charged the access or service charge.Calls to other non-geographic numbers: Freephone calls starting 0800 or 0808 are now free from mobiles. Calls to 0500 are free. Calls to 070 numbers will cost you up to £2.50 a minute in the UK.

Money back guarantee: Available to new customers and existing customers taking a new service. Call us within 28 days of activation for a refund of your first month’s rental charges and any installation charge. You will only be charged for transactions (calls, purchases, service upgrades) occurring after activation. Statutory rights are not affected.*Equipment, free servicing and repairs: Equipment remains property of Virgin Media. Free servicing and repairs exclude mistreatment/misuse.
^Servicing and repairs included for the whole time you're with us: Equipment remains property of Virgin Media. Sky customers own their own boxes. We rent our VHD and TiVo® boxes to you completely free. That’s why we can offer you free servicing and repairs (excluding misuse mistreatment) for as long as you’re a customer, not just your 1st 12 months.Phone line rental: Line rental is currently £16.99 a monthLine Rental Saver: £164 for 12 months' Line Rental must be paid in advance by debit/credit card. Available to new and existing customers with a Virgin Media cable phone line. Call charges apply in accordance with your tariff. Not available with other line rental offers, The Biz, The Biz Plus or Home Phone Talk plan offers. If you cancel Line Rental Saver within seven working days of your order you will get a full refund of your advance payment to the debit or credit card you paid with. Otherwise the advance payment is non-refundable. After 12 months, you will automatically move to standard line rental charges (currently £16.99 a month).Big bundles: Separate contracts and terms and conditions apply to your cable and mobile services. You will receive separate bills for your cable and mobile services. £5 or £8 SIMO only available with Big Bundles. One per household. If you cancel any service within your Big Bundle you will lose the discount applicable to your SIM tariff. Downgrading a service in your Bundle will result in you losing the discount applicable for that Bundle.Sky vs Virgin Media comparison: Based on taking Virgin Media's Big Kahuna bundle (includes TV XL and Broadband XL with Phone M – weekend calls) vs Sky’s Entertainment Extra+ package with the shown add-ons on a 12-month minimum term. Some Virgin Media promotional offers attract an 18-month minimum term contract. Sky Atlantic, Sky 3D or America HD not included with Virgin Media. Sky package also includes Sky Go Extra and Sky WiFi services at no extra charge. Both packages show standard pricing as at 27th May and exclude any promotional discounts. Refer a friend: To receive the Refer a friend credit, you must be an existing Virgin Media Cable customer (offer not available to Virgin Mobile or National customers). You must have your Virgin Media Cable services installed before you can refer a friend via the online Refer a friend referral site. You can make up to 25 referrals in any 30 day period. Referrals above this cap will not qualify for the offer. Virgin Media reserve the right to remove or clawback credits applied through the Refer a friend scheme if fraud or abuse is suspected or credits are made in error. Referral channels: A referral via My Virgin Media will need to follow the link in the email in order to be eligible for Refer a friend credit on their online sale. If your friend's telephone contact details are given via My Virgin Media or via our online Refer a friend site your friend will only qualify for the Refer a friend offer if they sign up when contacted by our Refer a friend team. If your friend signs up via any of our other sales channels (in our stores, via our Online sales site without following email link, etc) you and your friend will NOT be eligible for the offer. Referral: Your friend can subscribe to any Virgin Media Cable service (subject to status and credit checks) with the exception of Mates Rates, Partner Rates, My Rates, Tribe and contracts of less than 12 months in duration. This offer cannot be used with Free Install or upfront credit offers except where explicitly stated. Eligible friends are: (a) friends who'd be subscribing to Virgin Media Cable services for the first time; (b) friends who are existing Virgin Mobile customers with no other Virgin Media Cable services. If your friend has already placed an order through any other sales channel, the Refer a friend credit will not be applicable. Former Virgin Media Cable customers who have disconnected within six months of being referred aren't eligible friends. At the time of the referral, your friend must not have already been recommended by another Virgin Media customer. Credit application: Credits are applied to both the referrer's account and their friend's account on installation. When your friend signs up to Virgin Media Cable services they will receive a £50 credit on their first bill. You, the referrer, must be an active and installed Virgin Media Cable customer when the friend is installed in order for you both to qualify for the £50 credit. If your friend cancels their order before installation or within the first 28 days, or if we are unable to proceed with the installation for any reason, we may remove the Refer a friend credit from both accounts. Credits will not be: (a) applied retrospectively; (b) used to reduce any outstanding charges owed by you or your friend to Virgin Media (the outstanding balance must be paid in full before the credit will be applied); (c) applied to you or your friend's account or exchanged for cash if the agreement between you or your friend and Virgin Media is terminated for any reason. If you pass your friend's details to Virgin Media, you confirm that you have your friend's permission to do so. Virgin Media reserve the right to withdraw this offer at any time.

6 Month Half Price: Only available to new customers. Offer only available with a Virgin Phone line for £16.99 a month, together with an 18-month minimum term contract. We reserve the right to withdraw this discount at any time. Prices are subject to change. Virgin Media's standard prices apply after 6 months (and after 9 months for Broadband and Calls and Big Easy bundles). Discount cannot be used in conjunction with any other discount unless stated by Virgin Media. Standard pricing applies to upgrades. Virgin Media reserves the right to withdraw or amend the discount if you change any part of your discount package. Mid-contract cancellation will lead to an early disconnection fee.

9 Month Contract: After 9 months, we will continue to supply you with the services until you choose to end the agreement. To end the contract after 9 months, 30 days' notice is required before the end of the 9 month minimum period. 9 month broadband contract available for a limited time only from 1/06/15 until 31/10/15.

Free set-up online: 18-month minimum term contract applies. Offer available to new customers taking broadband up to 50Mb, up to 100Mb or up to 152Mb with a phone line; or broadband up to 50Mb, up to 100Mb or up to 152Mb and TV M, M+, L or XL with a Virgin Phone line. £49.95 set-up fee applies to broadband, TV, phone and mobile SIM when purchased on its own, or if not purchasing online. May not be used in conjunction with any other offer unless stated by Virgin Media.

Premium channels: Premium channels and package upgrades must be kept for at least 30 days. You must subscribe to Sky Sports and/or Sky Movies in SD to take these channels in HD. Sky Sports News HQ HD not yet available on Virgin Media. Sky Movies Premiere +1 not available in HD.ᴥ Sky premium HD channels: Sky premium HD channels £7 per month when subscribing to Sky premium SD channels..þSky Movies On Demand: Over 1000 movies on demand are available to Virgin Media customers from the 6th March 2015.TV channels: Channel line-ups are subject to change. Channels may be subject to change, including regional variations. TV packs currently exclude some teletext services. ITV HD is subject to regional variation. ITV HD is not available where STV HD or UTV HD is available. HD: HD TV set required and V HD/TiVo box connected with HDMI cables required for HD channels. V HD Box may differ from that shown.Catch Up TV: Catch Up TV content available for seven days after broadcast. Catch Up TV is Virgin Media’s pick of the week’s TV.Virgin TV Anywhere: Content available to view depends on TV package. Not all channels from relevant pack available. Selected programmes may not be available to view. Live streaming and On Demand available in the UK with broadband or WiFi internet access only. Access via PC, Mac or TV Anywhere App (TiVo customers only). [TiVo tools for TiVo customers only]. Minimum 800Kbps recommended per device accessing the service concurrently. Maximum of 2 devices per account can watch TV.¥Watching on your mobile:Virgin TV Anywhere app: Only available to TiVo customers with compatible device (selected iOS devices and Android™ mobiles and tablets). End User Licence Agreement applies. Visit virginmedia.com for full terms and conditions.Sky Movies & Sky Sports: Only available via the Sky Movies and Sky Sports websites or apps (for selected iOS and Android mobiles and tablets) to customers who subscribe to these channels. UK only. Maximum 2 devices. Sky Movies app only available on iOS 6 and above, and Android 4.x. &nbsp;Sky Sports app only available on iOS 6 and above. Selected content may not be available to view. Separate End User Licence Agreements and terms and conditions apply to the Sky Movies and Sky Sports apps and websites.Multi-room: Not all channels are available with multi-room streaming. See list of channels available.∞ Multi-room streaming: If you are using Powerline, subject to your household electrics supporting the required network speed. Multi-room streaming is only available on selected channels. View full channel list.TV On Demand: Once purchased, all chargeable On Demand content must be viewed within 48 hours. Sky Anytime and TV On Demand content you receive depends on which TV package you take.Movies On Demand: FilmFlexOn Demand movies are pay by title. Music On Demand: Music On Demand is included with TV size: XL or pay per video with TV sizes: M+ and L.Sky Sports HD & Sky Movies HD: You must subscribe to Sky Sports and/or Sky Movies in SD to take these channels in HD. Sky Sports 3 HD and Sky Sports 4 HD are not included. Sky Movies Premiere +1 not available in HD. It's £7 a month for Sky Sports and Sky Movies in HD.Sky Sports: The F1 Logo, F1, FORMULA 1, FIA FORMULA ONE WORLD CHAMPIONSHIP, GRAND PRIX and related marks are trademarks of Formula One Licensing BV, a Formula One group company. All rights reserved.3D On Demand: A 3D TV, a V HD Box, an HDMI cable and 3D glasses that are compatible with the TV are required to view content in 3D.TiVo: The monthly TiVo charge is £5 per TiVo box (on top of your M+, L or TV XL package). Content available to view depends on your TV package. TiVo box remains property of Virgin Media.Information about your TiVo use: By having the and/or using the TiVo service you give us your consent to use your viewing information to personalise your TiVo experience (in addition to the other purposes set out in our privacy policy). We may share this information with third parties in an aggregated form. This will not personally identify you. This aggregated data may be used by those third parties for marketing purposes. TiVo, WishList and the Thumbs Up logo and the Thumbs Down logo are trademarks or registered trademarks of TiVo Inc. and its subsidiaries worldwide.TiVo features: Record three shows and watch a fourth you recorded earlier. Music on Demand is not discoverable by the search function.New customers: 500GB TiVo box activation is worth £49.95. 1TB TiVo box activation is worth £99.95. If you take a 500GB TiVo box as your first box, the activation fee will be waived. If you take a 1TB TiVo box as your first box, we will reduce the activation fee to £49.95.

Speed: Speeds referred to are download speeds. Minimum computer requirements apply. Speed of internet connection assumes components working at optimum speed and capacity. Range of wireless equipment can vary according to your home environment.Super Hub: Available to new customers taking our broadband services (subject to status and credit checks). Super Hub provided free while you are a subscriber. Wireless-enabled equipment required. Equipment remains property of Virgin Media.Super Hub test: Based on independent research (Farncombe), Virgin Media’s new Super Hub outperformed competitors on speed over a variety of ranges. The new Super Hub was benchmarked against competitor hubs from TalkTalk, EE, Sky and BT. See www.virginmedia.com/superhubtests for details.Downloading: Copyright owner's permission may be required for the downloading of music. ‡Up to 50Mb: On average 5x faster than Regular Broadband: "Regular Broadband": (ADSL2+ over 10Mb, excludes fibre products) average speed of 9Mb. Ofcom’s review of UK broadband speeds published in October 2014, based on Ofcom May 2014 tests. Virgin Media peak average speed of 49.4Mb (as at September 2014). See virginmedia.com/ourspeeds for details. 4x faster, Virgin Media vs Sky & BT’s regular broadband: ADSL2+ peak average speed of 10.1Mb (BT) and 9.7Mb (Sky). Ofcom’s review of UK broadband speeds published in October 2014, based on Ofcom May 2014 tests. Virgin Media peak average speed of 49.4Mb (as at September 2014). See virginmedia.com/ourspeeds for details.~ Up to 100Mb : On average 9x faster than Regular Broadband: "Regular Broadband": (ADSL2+ over 10Mb, excludes fibre products) average speed of 9Mb. Ofcom’s review of UK broadband speeds published in October 2014, based on Ofcom May 2014 tests. Virgin Media peak average speed of 88.39Mb (as at September 2014). See virginmedia.com/ourspeeds for details. 8x faster, Virgin Media vs Sky & BT’s regular broadband: ADSL2+ peak average speed of 10.1Mb (BT) and 9.7Mb (Sky). Ofcom’s review of UK broadband speeds published in October 2014, based on Ofcom May 2014 tests. Virgin Media peak average speed of 88.39Mb (as at September 2014). See virginmedia.com/ourspeeds for details.º Up to 152Mb: On average 12x faster than Regular Broadband: "Regular Broadband”: (ADSL2+ over 10Mb, excludes fibre products) average speed of 9Mb. Ofcom’s review of UK broadband speeds published in October 2014, based on Ofcom May 2014 tests. Virgin Media peak average speed of 115.91Mb(as at September 2014). See virginmedia.com/ourspeeds for details. 11x faster, Virgin Media vs Sky & BT’s regular broadband: ADSL2+ peak average speed of 10.1Mb (BT) and 9.7Mb (Sky). Ofcom’s review of UK broadband speeds published in October 2014, based on Ofcom May 2014 tests. Virgin Media peak average speed of 115.91Mb (as at September 2014). See virginmedia.com/ourspeeds for details.†Average broadband speed data: All average download speed data comes from Ofcom’s review of UK broadband speeds published in October 2014, based on Ofcom May 2014 test results. These ranges reflect the speeds that would be achieved 95 times out of 100 if the exercise was repeated with different panellists. If the range of two operators overlap, then these operators offer comparable performance. They are not a description of the range of speeds actually measured. Speeds tested over a 24 hour period through a wired connection for one PC. Customers may experience slower speeds when multiple devices are connected and using broadband wirelessly. #UK's fastest broadband: Fastest download speeds widely available in the UK to consumers according to 2014 Ofcom report. Ofcom’s review of UK broadband speeds published in October 2014, based on Ofcom May 2014 test results. Virgin Media vs major UK ISPs (average download speeds).Digital Home Support: For service Terms and Conditions visit virginmedia.com/dhs.Metro WiFi: Activation required. WiFi services available in the station only. Use of WiFi is subject to Virgin Media’s terms and conditions.F-Secure SAFE: F-Secure SAFE not available on BlackBerry. iOS and Windows Phone compatibility coming soon.WiFi speeds: Customers may experience slower speeds when multiple devices are connected and using wireless broadband. Web Safe: Web Safe is currently available to all new Virgin Media broadband customers signing up from 27th February 2014. Web Safe will not be automatically be set to on. Users can choose and change their settings at any time in My Virgin Media. Once you interact with your settings via the My Virgin Media logged in overview page you will be automatically registered with Web Safe and subject to the global white list. Web Safe does not block all unsafe or inappropriate online content and is intended only to assist parents with keeping their family safe online. Virgin Media accepts no responsibility for personal online activity.Reliability: Broadband Genie Home Broadband Survey 2014 broadbandgenie.co.uk/broadband/survey
Service: Lowest relative complaint volumes compared to the other major fixed broadband providers. Ofcom’s Telecoms and Pay TV Complaints Q4 (October to December) 2013, published March 2014.
Customer Satisfaction: Highest relative score compared to other major ISPs. National Customer Satisfaction Index (NCSI-UK) Results, ISPs, Q1 2014.Cloud: Terms and conditions apply, go to virginmedia.com/vmcloudterms.
WiFi on the Tube: Activation required. WiFi services available in the station only. Use of WiFi is subject to Virgin Media’s terms and conditions9 Month Contract: After 9 months, we will continue to supply you with the services until you choose to end the agreement. To end the contract after 9 months, 30 days’ notice is required before the end of the 9 month minimum period. 9 month broadband contract available for a limited time only from 01/06/15 until 31/10/15.

ˇCall costs: For details about how much it costs to call our team from a Virgin Media home phone, visit virginmedia.com/callcosts. Call costs from other networks and mobiles vary. Please note standard charges apply, please check with your network operator for rates.Phone line rental: Line rental is currently £16.99 a month.Line Rental Saver: £164 for 12 months' Line Rental must be paid in advance by debit/credit card. Available to new and existing customers with a Virgin Media cable phone line. Call charges apply in accordance with your tariff. Not available with other line rental offers or Home Phone talk plan offers. If you cancel Line Rental Saver within seven working days of your order you will get a full refund of your advance payment to the debit or credit card you paid with. Otherwise the advance payment is non-refundable. After 12 months, you will automatically move to standard line rental charges (currently £16.99 a month).Talk Weekends: Zero-rated tariff applies to the first hour of direct-dialled local and national geographic voice calls only (numbers beginning 01, 02 and 03), Virgin Mobile numbers and 0870 numbers (not other numbers such as those beginning 084 and 070) starting within the weekend (all day Saturday and Sunday) periods. Re-dial before 60 minutes to avoid call charges. Full details of call charges/connection fees at virginmedia.com/callcosts.Talk Evenings & Weekends: Zero-rated tariff applies to the first hour of direct-dialled local and national geographic voice calls only (numbers beginning 01, 02 and 03), Virgin Mobile numbers and 0870 numbers (not other numbers such as those beginning 084 and 070) starting within the evening (7pm to 7am) and weekend (all day Saturday and Sunday) periods. Re-dial before 60 minutes to avoid call charges. Full details of call charges/connection fees at virginmedia.com/callcosts.Talk Unlimited: Zero-rated tariff applies to the first hour of direct-dialled local and national geographic voice calls only (numbers beginning 01, 02 and 03), Virgin Mobile numbers and 0870 numbers (not other numbers such as those beginning 084 and 070). Re-dial before 60 minutes to avoid call charges. Full details of call charges/connection fees at virginmedia.com/callcosts.Talk Unlimited Extra: Zero-rated tariff applies to the first hour of direct-dialled local and national geographic voice calls only (numbers beginning 01, 02 and 03), 0845 and 0870 numbers (not other numbers such as those beginning 0844, 0871 and 070) and UK mobiles. Re-dial before 60 minutes to avoid call charges. Calls over 60 minutes will, however, be charged at standard rates, except for calls to mobiles which will be charged at 5p per minute. Discounted and inclusive mobile calls are to all UK mobiles. This doesn’t include other services beginning with 07, such as Personal Numbering, Mobile WiFi or Paging services etc. Full details of call charges/connection fees at virginmedia.com/callcosts.Calls to Virgin Mobile numbers: Unlimited calls to Virgin Mobile numbers in the UK are included if mobile numbers have been active in the previous 90 days (i.e. a chargeable call, text or data session has been made). Call categories are aligned with your home phone talk plan. Re-dial before 60 minutes to avoid call charges. Zero-rated tariff: Zero-rated tariff applies to the first hour of direct-dialled calls to numbers beginning 01, 02, 03 and 0870 (not other numbers such as those beginning 084 and 070), starting within the relevant period. Inclusive calls to Virgin Mobile phones in the UK are included if mobile numbers called have been active in the previous 90 days (i.e. a chargeable call, text or data session has been made). Call categories are aligned with your home phone call plan. Re-dial before 60 minutes to avoid call charges. Discounted and inclusive mobile calls are to all UK mobiles. This doesn’t include other services beginning with 07, such as Personal Numbering, Mobile WiFi or Paging services etc.Talk Anywhere: No charges are made for the first (200, 400 or 800) minutes of direct-dialled calls to UK landlines and mobiles, international landlines and mobiles, and 3rd party dial-up ISPs. Usage calculated to nearest second and accumulated over your monthly billing cycle. Standard rates and connection charges apply: (a) when monthly call usage limit has been reached; (b) at all times for all other chargeable calls. Unused minutes carry forward for one month only. You must keep your Talk Anywhere package for at least 30 days. Fair usage policy applies.Talk Mobile £2: Talk Mobile telephone tariffs apply for those customers paying the additional Talk Mobile £2 monthly subscription (please refer to the calling costs page for details). All calls are subject to a connection charge. Discounted and inclusive mobile calls are to all UK mobiles. This doesn’t include other services beginning with 07, such as Personal Numbering, Mobile WiFi or Paging services etc. You must keep your Talk Mobile package for at least 30 days. Further terms and conditions apply, see virginmedia.com for details. Talk International £2: Talk International £2 call charges apply for those customers paying the additional Talk International £2 monthly subscription (please refer to the calling costs page for details of subscription and call charges). Where there is no call charge specified the landline charge will apply. All calls are subject to a connection charge. You must keep your Talk International £2 package for at least 30 days. Further terms and conditions apply, see virginmedia.com for details. Free Calls to Virgin Media National Directory Enquires (118 180): Free Calls to Virgin Media National Directory Enquiries Service on 118180 are only available from a Virgin Media Home Phone and are included within your tariff; charges apply for calls to 118180 from other operators. Fair Use Policy applies with a maximum of 10 calls per day. You are responsible for making sure that you do not exceed this allowance. If you do exceed the allowance, we reserve the right (at our sole discretion) to charge you for the call (30p per call). Onward connection restrictions apply. Number transfer: Number transfer subject to availability. Where you have requested to keep your existing phone number, if your number has not been ported over within 24 hours of the activation date, you might be entitled to compensation. To find out more, just get in touch with our team on 150 for free from your Virgin Media phone or 0345 454 1111 from another line. For details about how much it costs to call our team, view our calling costs page.∆Inclusive calls to landlines: Your inclusive landline calls are to UK numbers beginning 01, 02 and 03 and 0870. Last Number Recall: Where a charge applies for using 1471 the cost is 19.2 pence, plus the standard call connection and pence per minute rates. You will hear an announcement when you dial 1471 if this charge applies.Ring Back When Free: Dependent on area. Customers in some areas may incur a charge of 35p per use.Caller Display: Availability depends on area.Price disclaimer: Whilst every effort is taken to ensure that current prices are accurately reflected in all literature, including this website, occasionally discrepancies may occur. In the event of conflicting pricing information, the Virgin Phone PDF price guides take precedence.SmartCall: The SmartCall app is available to home phone cable customers only with a compatible talk plan. Not for commercial use. You can only register a maximum of two devices per account. Eligible devices apply - see website for details. WiFi connection required. Acceptable use policy applies. Call categories aligned to your talk plan. Inclusive outbound calls only - you cannot make chargeable calls outside of your talk plan. UK call times apply when using SmartCall abroad. SmartCall cannot be used to make calls to the Emergency services (999 and 112). Further legal stuff applies.